Australian debt guide
What to do when a debt collector calls
By DebtReply · Sources checked
Write down who called, the company, the account reference and what they say the claim concerns. Verify the contact independently before sharing sensitive details. Moneysmart recommends keeping communication records. If the account or amount is unclear, prepare a request for documents instead of guessing what the caller means.
What should I write down?
Moneysmart’s guidance recommends keeping contact records. Our contact log gives you space for the date, channel, person, company and summary. If the caller gives a reference, read it back and note whether it differs from earlier letters. Leave uncertain details blank rather than inventing them.
What could I ask during the call?
Prepare a short list: which original account is involved, what reference to use, which documents support the amount, and how to contact the organisation through a verified channel. These are information requests, not a promise to pay. If the claim is old, read the old-debt guide before deciding how to reply.
What if repeated contact is the concern?
The ACCC contact guidance explains reasonable purposes and contact limits. Keep the timeline factual and take it to a financial counsellor if you need help. A count of calls alone is not a complete assessment of a complaint.
What can I do next?
- Save your call notes.
- Compare them with any written demand.
- Write down unresolved questions.
- Use the proof letter to request records where needed.
- Keep any written reply with the original notes.
Put your next step into words
Use a free starting-point letter, then check that every detail fits your situation.
Write the letter →Common questions
Do I need to resolve everything on the first call?
Use your notes to identify what you still need to understand. Get advice if you are unsure what to say next.
Can the contact log judge whether calls are harassment?
No. It is a record-keeping tool, not a legal assessment.
Will the log be saved automatically?
No. Download it before leaving the page if you want to keep a copy.
Sources you can check
- Dealing with debt collectors ↗ASIC Moneysmart · Checked 26 September 2026
- What debt collectors can and cannot do ↗ACCC · Checked 26 September 2026
This guide explains a process. It has not been reviewed as advice for your situation. How we use sources.